Title
Honoring Jenna McCullough for her contribution and her commitment to the professional development of Saint Paul’s front-line staff and customer service managers across many City departments through a customer service lens.
Body
WHEREAS, as part of the Saint City Council Audit Committee’s work, RES 21-879 authorized the award of a professional services agreement to Cultivate Strategy to perform a study of and make recommendations regarding the city’s process to receive and respond to non-emergency resident complaints and feedback; and
WHEREAS, per RES 22-132, Cultivate Strategy presented their findings on the Customer and Constituent Services Study Report with recommendations on the city’s process to receive and respond to non-emergency resident complaints and feedback in January 2022; and
WHEREAS, the Customer and Constituent Services Study Report identified ten recommendations for City officials, leaders, and staff to consider:
1. Prioritize the health, hearts, and minds of frontline staff.
2. Shift the City’s identity narratives.
3. Establish universal access to service while building political efficacy.
4. Create conditions to share tracking between departments and with the public.
5. Empower Main Line staff to close requests.
6. Relocate citywide customer service.
7. Continue to diversify approaches to customer service.
8. Deemphasize anonymity; emphasize accountability.
9. Reward connectivity and curiosity.
10. Watch for opportunities to align business practices with high-quality customer service technology; and
WHEREAS, the Customer & Constituents Workgroup was subsequently formed through the efforts of the Audit Committee co-chairs Councilmember Rebecca Noecker and former Councilmember Jane Prince; and
WHEREAS, the Customer & Constituents Workgroup included staff across several city departments such as City Council, Emergency Management, Human Resources, Human Rights & Equal Economic Opportunity, Libraries, Office of Technolog...
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